Lead Service Management Technician

Position Summary

The Lead Service Management Technician provides technical and operational leadership for IT Service Management (ITSM) execution, including major incident coordination, complex problem management, and continual service improvement across endpoint, identity, collaboration, network, and business application services. This role sets day-to-day operational standards for ticket quality, communications, and escalation practices; partners with infrastructure, security, and application teams to drive cross-functional outcomes; and uses service metrics to identify systemic risk, reduce repeat incidents, and improve the end-user experience. The Lead serves as a point of escalation for high-impact issues, helps prioritize workload across support tiers, and coaches technicians to strengthen troubleshooting consistency, documentation quality, and ITSM discipline.

Responsibilities

• Own operational leadership for high-impact incidents and major incident response, including triage strategy, incident command/bridge facilitation, stakeholder communications cadence, and restoration verification aligned to SLA/OLA expectations.
• Lead complex problem investigations by coordinating cross-functional technical resources, driving root cause analysis (RCA), and ensuring corrective/preventive actions are defined, tracked, and validated to reduce recurrence.
• Establish and reinforce ITSM execution standards (incident, problem, change, request, and knowledge), including ticket quality, impact/urgency assignment, categorization, resolution codes, and documentation expectations.
• Analyze service trends and performance data (volume, aging, repeat drivers, customer impact, and SLA attainment) to prioritize continual service improvement initiatives such as automation, standardization, and workflow refinement.
• Partner with infrastructure, security, and application owners to clarify service ownership, improve escalation paths, and coordinate resolution for cross-domain issues; ensure technical details are complete and actionable.
• Provide change enablement support by participating in risk discussions, validating backout and monitoring considerations, and leading response for change-related incidents to reduce unplanned disruption and improve release outcomes.
• Guide knowledge management practices by ensuring runbooks, known errors, standard operating procedures, and workarounds are created/maintained; promote reuse to improve first-time fix rates.
• Act as a senior escalation point for advanced request fulfillment and service restoration (e.g., access, identity, endpoint, and collaboration) and ensure approvals, audit considerations, and policy requirements are consistently met.
• Coordinate vendor and third-party support engagements for major issues, including evidence collection, reproduction steps, expectation setting, and follow-through to closure; communicate progress to internal stakeholders.
• Coach and develop technicians through mentoring, onboarding support, and skill-building guidance; model strong customer communications and technical documentation to raise team capability and consistency.

Qualifications

• 5+ years of experience in IT support, service desk, or service management, including ownership or leadership of complex incidents and cross-team technical coordination from intake through resolution and follow-up.
• Strong working knowledge of ITSM frameworks and practices (e.g., ITIL) with demonstrated application of incident, major incident, problem, change, request fulfillment, and knowledge management disciplines.
• Demonstrated ability to lead post-incident reviews and RCAs, translate findings into corrective/preventive actions, and validate outcomes through metrics and repeat-issue reduction.
• Experience with enterprise tools and services (e.g., Active Directory, endpoint management/SCCM, and Microsoft 365) and the ability to create clear runbooks, SOPs, and known-error/workaround documentation.
• Strong analytical, facilitation, and communication skills, including the ability to deliver concise executive-ready incident updates and influence cross-functional partners without direct authority.
• Proven ability to prioritize and coordinate work in a ticket-based environment, maintain high data quality, and drive adherence to SLA/OLA commitments.
• Preferred: ITIL Foundation (or higher) and/or relevant technical certifications (e.g., Microsoft, CompTIA) and strong experience using an ITSM platform (e.g., ServiceNow) for incident, problem, change, request, and knowledge workflows.